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The Determinant Factor Of Freight Forwarder Service Quality On Customer
Satisfaction In Maritime Transportation At Shah Alam: Customer Perception
Shahrulnizam Bin Mohamad
Associate Prof. Datin Dr. Norhayati binti Hj. Shariff
Bachelor of Management (Maritime)
School of Maritime Business and Management
This paper highlight about the Malaysian freight forwarder and focuses on relationship
between customer satisfaction (perception) and service quality. The Malaysian freight
forwarder market has experienced fiercer competition as more and more new
participations from local and foreign international freight forwarder companies. The aim
of the study To study the quality of freight forwarder services that influence customer
satisfaction in the Shah Alam area and to determine the most significant factors of freight
forwarder service quality that influence on customer satisfaction at Shah Alam area.
Industrial area of Shah Alam is choosing since it is an industrial focus place. The data
collected will be analysed using Social Science Software Package (SPSS). The perception
of customer satisfaction on the service quality will be based on terms of the influence
customer satisfaction in the Shah Alam area. The result tested by the correlation is the
suitable to test all the independent variables. The finding for the study related with the
element of customer satisfaction and service quality. This shows the most factors of
customer satisfaction and service quality that influence the customer perception.
1662 | UMT UNDERGRADUATE RESEARCH DAY